In the television
series "McGiver", the lead character would, at some point in every
episode, find himself in a very tight jam. Be it handcuffed to a an explosive
devise, timer ticking away, about to blow up half the free world; or single-handedly,
having to defend a small town from an attack of trained mercenaries with
nothing but dental floss, baby powder and a can of Raid with which to create
a weapon. Sure enough, every episode he managed to make something from nothing
and yes, save the day.

Local government
managers have it so easy. Unfortunately you are already expected to make
something from nothing…or at least make it from less than you had
to make it with last year. Also, not only are you not
left to your own resources; you are burdened with the inevitable "strings"
that come attached to you as a public servant. Heck, saving the free world
doesn't sound so tuff.

The
Problem: Doing more with less.

A Solution:
Map it!

Whether evaluating
a process, a service or an entire department, Process Mapping may
be a technique you can use. One, that will enable you to utilize the talent
and information available to you and determine if there is a way to in fact
do more with less.

Process Mapping
is a technique that allows you to explore and visualize how a system operates
or a service is delivered, from both a broad and general (macro) perspective,
a more detailed (micro) perspective, or both.

Process
Mapping is the visual representation of a process that illustrates:

What activities are being completed

Who
is completing them, and when

The
sequence of events and hand-offs between individuals

Internal
and external functional limitations

Starting
& stopping points of major tasks

In other words,
Process Mapping-is a process that diagrams how a system operates.
The process diagram itself, however, is not the end result.

The value
of the process is that no matter how well we think we know a system, we
will inevitably identify existing or potential service gaps that can be
filled or improved. Once these gaps are identified, solutions addressing
improved service, cost savings, and time issues are often discovered. This
then, is when the critical assessment of what really happens occurs
and the opportunity to visualize what is, what should be, and what
could be comes into focus. Subsequently, assuming the right
people have been involved in the mapping process, broad organizational support,
i.e., "buy-in" for the improvements suggested will be realized.

What
are the keys to a successful Process Mapping effort?

Involve
the right people

Ask
the tough questions

Listen,
and be objective when doing so

During times
of severe fiscal restraint you must take time to plan. As well,
you must look with scrutiny at the activities in which you and your employees
are involved with on a daily basis. Those activities and processes impact
the delivery of services to your constituents. While it is likely to take
longer than one of McGiver's 60-minute episodes to address, I have yet to
work with anyone who has not been pleased with the results of a sincere
Process Mapping effort. Good Luck!

- Stephen J. Allan,
President, Solutions 4 Local Government.
To learn more about Steve and his company, click on "Solutions".